The opportunity
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences…
What you'll do
Manage the team execution of complex, sensitive, and/or urgent issues that: might pose a significant risk to our brand or community, including acting as the highest escalation point for case consults and high level escalations from other stakeholders
Meet with your direct reports regularly to review their work and provide high: quality, behavior-based coaching; must be able to create a performance development strategy/plan for your service(s).
Provide best practices guidelines to your team on how to handle cases and: situations, and ensure that ways of working are documented and followed.
Ensure that the team is consistently staffed appropriately and that staff: complete onboarding and ongoing trainings.
For cases that involve internal stakeholders, guide your team to take proper: action to case closure and in rare cases, support with in-the-weeds case handling.
Collaborate with Capacity Planning & WFP on setting minimum headcount,: ensuring adequate coverage, contingency planning impacts of changes, and advocating for staffing needs vs. volume/work
What they're looking for
- Ensure individual team members are held accountable to performance goals in a: fair and equitable manner by setting clear expectations, following-up individually, and coaching team members positively to develop and improve their skills in a tailored way
- Manage both team manager and regional performance, including identifying: trends in performance, providing corrective actions and positive overall feedback, and writing year end reviews and improvement plans
- Ability to set and articulate the vision and focus for the quarter; deliver: that vision and focus through all hands-type meetings
- Share input and recommendations about service target setting.
